Prioritizing workload

ABSTRACT

A method and system for determining work ticket priority is provided. The method includes enabling a work ticket for a work assignment associated with an entity. The work ticket is assigned an initial priority value. Relevant data from multiple sources is associated with the work ticket and an updated priority value is requested. In response, multiple priority scores for the work ticket with respect to additional work tickets are published to an enterprise service bus (ESB) and an aggregate score for work ticket is calculated from the multiple priority scores.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation application claiming priority to Ser.No. 14/548,522 filed Nov. 20, 2014, the contents of which are herebyincorporated by reference.

FIELD

The present invention relates generally to a method for prioritizing aworkload and in particular to a method and associated system forutilizing data from external sources for calculating aggregate priorityscores with respect to work tickets.

BACKGROUND

Determining work related issues typically includes an inaccurate processwith little flexibility. Assigning work items may include a complicatedprocess that may be time consuming and require a large amount ofresources. A typical work assignment system does not include anautomated ability. Accordingly, there exists a need in the art toovercome at least some of the deficiencies and limitations describedherein above.

SUMMARY

A first aspect of the invention provides a method comprising: enabling,by a computer processor of a work management system in response to arequest from a requestor, a work ticket for a work assignment associatedwith an entity; assigning, by said computer processor, an initialpriority value to the work ticket with respect to additional worktickets; associating in real time, by said computer processor, relevantdata from multiple sources with the work ticket, wherein the relevantdata is retrieved simultaneously in real time from data sources externalfrom and internal to the work management system; requesting, by thecomputer processor, an updated priority value for the work ticket withrespect to the additional work tickets; retrieving, by the computerprocessor, data indicating a chain of reporting authorities for therequestor and the entity; publishing, by the computer processor to anenterprise service bus (ESB), a priority score request associated withthe updated priority value; simultaneously publishing to the ESB, by thecomputer processor in response to commands from multiple adapters onmultiple repositories based on the publishing the priority scorerequest, multiple priority scores for the work ticket with respect tothe additional work tickets, wherein each adapter of the multipleadapters calculates at least one of the multiple priority scores; andcalculating, by the computer processor from the multiple priorityscores, an aggregate score for the work ticket with respect to theadditional work tickets in accordance with the updated priority valuefor the work ticket.

A second aspect of the invention provides a work management computingsystem comprising a computer processor coupled to a computer-readablememory unit, the memory unit comprising instructions that when executedby the computer processor implements a method comprising: enabling, bythe computer processor in response to a request from a requestor, a workticket for a work assignment associated with an entity; assigning, bythe computer processor, an initial priority value to the work ticketwith respect to additional work tickets; associating in real time, bythe computer processor, relevant data from multiple sources with thework ticket, wherein the relevant data is retrieved simultaneously inreal time from data sources external from and internal to the workmanagement system; requesting, by the computer processor, an updatedpriority value for the work ticket with respect to the additional worktickets; retrieving, by the computer processor, data indicating a chainof reporting authorities for the requestor and the entity; publishing,by the computer processor to an enterprise service bus (ESB), a priorityscore request associated with the updated priority value; simultaneouslypublishing to the ESB, by the computer processor in response to commandsfrom multiple adapters on multiple repositories based on the publishingthe priority score request, multiple priority scores for the work ticketwith respect to the additional work tickets, wherein each adapter of themultiple adapters calculates at least one of the multiple priorityscores; and calculating, by the computer processor from the multiplepriority scores, an aggregate score for the work ticket with respect tothe additional work tickets in accordance with the updated priorityvalue for the work ticket.

A third aspect of the invention provides a computer program product,comprising a computer readable hardware storage device storing acomputer readable program code, the computer readable program codecomprising an algorithm that when executed by a computer processor of awork management computing system implements a method, the methodcomprising: enabling, by the computer processor in response to a requestfrom a requestor, a work ticket for a work assignment associated with anentity; assigning, by the computer processor, an initial priority valueto the work ticket with respect to additional work tickets; associatingin real time, by the computer processor, relevant data from multiplesources with the work ticket, wherein the relevant data is retrievedsimultaneously in real time from data sources external from and internalto the work management system; requesting, by the computer processor, anupdated priority value for the work ticket with respect to theadditional work tickets; retrieving, by the computer processor, dataindicating a chain of reporting authorities for the requestor and theentity; publishing, by the computer processor to an enterprise servicebus (ESB), a priority score request associated with the updated priorityvalue; simultaneously publishing to the ESB, by the computer processorin response to commands from multiple adapters on multiple repositoriesbased on the publishing the priority score request, multiple priorityscores for the work ticket with respect to the additional work tickets,wherein each adapter of the multiple adapters calculates at least one ofthe multiple priority scores; and calculating, by the computer processorfrom the multiple priority scores, an aggregate score for the workticket with respect to the additional work tickets in accordance withthe updated priority value for the work ticket.

The present invention advantageously provides a simple method andassociated system capable of determining work related issues.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a system for automatically assigning work to anindividual based on aggregate priority scores, in accordance withembodiments of the present invention

FIG. 2 illustrates a flowchart detailing a component view breakdown withrespect to a process flow enabled by the system for automaticallyassigning work to an individual based on aggregate priority scores, inaccordance with embodiments of the present invention.

FIG. 3 illustrates an algorithm detailing a process flow enabled by thesystem of FIG. 1 for automatically assigning work to an individual basedon aggregate priority scores, in accordance with embodiments of thepresent invention.

FIG. 4 illustrates a computer system used by the system of FIG. 1 forautomatically assigning work to an individual based on aggregatepriority scores, in accordance with embodiments of the presentinvention.

DETAILED DESCRIPTION

FIG. 1 illustrates a system 100 for automatically assigning work (e.g.,via a work ticket) to an individual based on aggregate priority scores,in accordance with embodiments of the present invention. System 100enables a process for automatically prioritizing assigned work basedupon an importance (of the work) to a governing enterprise (e.g., acompany). A work assignee would not even need to know details associatedwith an importance level to the governing enterprise. Additionally,adapters (e.g., adapters 125 a . . . 125 n) associated with repositories(e.g., repositories 125 a . . . 125 n) are configured to providepriority scores based on, inter alia, private email exchanges, instantmessaging conversations, etc.

In a typical given work queue, a given work item's priority is oftendetermined by a person or process that initiates the work item. Workitem priority may defined by specific policies and/or a “gut feel.” Whena prioritization policy is defined, the policy may fail to take intoaccount unforeseen scenarios. Often, the unforeseen scenarios andeffects are described via alternative channels or forums such as instantmessaging conversations or urgent emails. Many times, messages or emailsare unknown with respect to a work item assignee as the information maynot have been passed down to the work item assignee him. Additionally,individuals involved with the messages or emails may be unable tocontact the work item assignee to explain an impact of a related issue.

In such a situation, the work item assignee continues to prioritizehis/her work based on an initial priority of the work item, when infact, the work item comprises a higher urgency. Therefore, a work itemassignee and associated business may be better served if a real-timepriority (based upon relevant information in the enterprise) may beprovided to the work item assignee via a work management system by apriority engine system.

System 100 of FIG. 1 includes work management systems 102 a . . . 102 nconnected through a priority engine system and an enterprise service bus(ESB) to a plurality of communication servers 125 a . . . 125 n. A workmanagement system comprises ticketing or work order computing systemaccessed by a user via a workstation. Priority engine system 109comprises a device for collects priority requests from work managementsystems 102 a . . . 102 n. The priority requests are published over ESB112. Additionally, priority engine system 109 collects relative priorityscores and provides an aggregate priority to work management systems 102a . . . 102 n. Each of communication servers 125 a . . . 125 n comprisesa repository (i.e., a respective one of repositories 127 a . . . 127 n)and an adapter (i.e., a respective one of adapters 121 a . . . 121 n). Arepository is defined herein as an external (to ESB 112 and priorityengine system 109) communication server/database (e.g., an instantmessaging server, an email server, a social community server, anInternet source server, etc.). Each of repositories 127 a . . . 127 ncomprises a custom adapter for capturing a relative score request andcalculating a relative score based on information in request andassociated information in a given repository. The adapter then publishesthe relative score over the ESB. Each adapter continues to periodicallycalculate and republish a score against a repository until the requestexpires. An adapter (e.g., adapters 121 a . . . 121 n) is defined hereinas a unique device (i.e., unique to each repository of a communicationserver) configured to calculate a priority score. An ESB 112 is definedherein software that runs on an independent communication/networkhardware device. ESB 112 comprises a messaging service that allowsapplications and services to publish and subscribe to differing types ofmessages and associated device/servers.

System 100 enables a prioritization method that includes entering a userprioritized work item(s) into a work management system (i.e., one ofwork management systems 104 a . . . 104 n). Details of the work item(s)are provided by the work management system to priority engine system 109via an associated one of work tickets 102 a . . . 102 n. Additionally, apriority for the work item is requested. In response, priority enginesystem 109 retrieves a report-to chain of a requestor from a humanresources system 108 and publishes a priority score request to ESB 112.In response to the published request, adapters 121 a . . . 121 ncalculate priorities based on the published request and associatedinformation within a respective repository. Each of adapters 121 a . . .121 n publishes a respective priority score over ESB 112. Priorityengine system 109 retrieves the priority scores, calculates an aggregatescore, and transmits the aggregate score to an associated workmanagement system.

System 100 performs the aforementioned functions:

1. In near real-time.2. Without exposing sensitive information to a work item assignee.3. In accordance with a true impact to the business and/or enterprise.

System 100 enables a process for prioritizing work utilizing sources(e.g., communication servers 125 a . . . 125 n) external to work amanagement system (e.g., work management systems 102 a . . . 102 n).System 100 retrieves input data from multiple sources (availableinternal or external to the enterprise) utilizing priority engine system109, ESB 112, and adapters 121 a . . . 121 n. System 100 assignspriority values based on email conversations, instant messagingconversations, online forums, etc.

System 100 enables the following prioritization process algorithm:

1. A ticket (one of work tickets 102 a . . . 102 n) is opened in anassociated work management system (one of work management systems 104 a. . . 104 n). The ticket is assigned an initial requestor priority.2. The work management system provides relevant details (e.g., keywords,a requester, an assignee, etc.) to priority engine system 109. Apriority for the ticket is requested.3. Priority engine system 109 retrieves related information and areport-to chain of requester and assignee from HR system 108.4. Priority engine system 109 publishes a priority score request to theESB 112.5. Each of adapters 121 a . . . 121 n retrieves the priority scorerequest and calculate an associated priority based on information in therequest and information in an associated one of repositories 127 a . . .127 n6. Each of adapters 121 a . . . 121 n publishes a priority score overESB 112.7. The priority scores are gathered by priority engine system 109. Inresponse, priority engine system 109 calculates an aggregate scoreprovided back to an associated one of work management systems 104 a . .. 104 n.

The following implementation example 1 (executed by system 100)describes a first scenario associated with determining an aggregatepriority score as follows:

Example 1

A work item is opened in a work management system. The work itemdescribes a degradation of a supply chain service requiringinvestigation. A requester John T opens the work item and there is noinformation indication or a service outage. The requester reports aninitial priority of 3 (i.e., low). In response, all relevant informationof the work item is gathered. The relevant information includes workitem categorization, a configuration item, a name of the originalrequester and the name of the person to whom the work item is assigned.The work management system transmits a relative score request topriority engine system. The priority engine system standardizes the workitem details and assigns an ID to the request. Additionally, thepriority engine system queries an HR system for a report-to chain ofboth the requester and assignee. The priority engine system publishesthe request and expiration date/time over the ESB as follows:

Relative Score Request ID 938420194 Expiration 27 Feb. 2014 14:00 UTCCategory Enterprise System Configuration Item Description Supply ChainManagement System Requester John T Requester Report-to-Chain Brian C,Jane S, Bob M Requester Department Name Sales Assignee Ted J AssigneeReport-to-Chain Kerry M, Jim R, Bob M Assignee Department Name NetworkServices Customers Affected ACME, Zayre Keywords Widgets, firewall

In response, each adapter on each repository picks up the request. Eachadapter executes a process to calculate a relative score. An instantmessaging system adapter executes the process to calculate a priority.The instant messaging system adapter automatically locates an ongoingconversation between Jane S and Bob M. In the conversation, Jane and Bobare discussing a potentially serious impact of a supply chain managementsystem with respect to an ACME customer. Due to the fact that Jane S andBob M are managers, their conversation carries more weight than aconversation between two non-management employees. The priority iscalculated by the following formula:

Relative score=(unique keyword hits)×(configuration itemreferences)×(report-to-chain weight)

The priority is calculated as follows:

10=2×1×5

The instant messaging system adapter calculates a relative score of 10and the relative score is published on the ESB. Enterprise social mediacommunity, server, and Internet aggregator adapters executecalculations. Each of the aforementioned adapters calculate scores of3.1, 2.8 and 2.5, respectively. 5. The priority engine system collectsall of the relative scores for the given request and calculates anaggregate score as follows:

External System Relative Priority Name Score Weight/Multiplier ScoreEnterprise Mail 2.8 1.2 3.36 Server Enterprise Instant 10 1.5 15Messaging Server Enterprise-Wide 3.1 1 3.1 Social Community InternetSource 2.5 1.3 3.25 Aggregator Aggregate Score 24.71

The aggregate score is converted to an aggregate priority based on scoreranges as follows:

Score Priority 0.0-9.9  4 10-19.9 3 20-29.9 2 30 and higher 1

In response, the priority engine system provides an aggregate priorityof 2 to the work management system and the work management systemdisplays the priority to the user.

The following implementation example 2 (executed by system 100)describes a second scenario (executed in addition to example 1)associated with determining an aggregate priority score as follows:

Example 2

The relative score request opened in example remains open and theenterprise repository adapters continue to calculate and transmitrelative scores to the priority engine system. The relative scoresremain constant until the enterprise mail server adapter finds an urgentemail to Jim R from an email with a domain of zayre.com. The emaildescribes the severe impact the supply chain service is having onZayre's business and that the customer wishes to escalate.

The new priority is calculated by the following formula:

Relative score=(sender with customer email domain)+((number of “trigger”words such as “escalation” or “contract”)×(report-to-chain weight))

The new priority is calculated as follows:

21=1+(2×10).

The priority engine system collects all of the relative scores for thegiven request and calculates an aggregate score as follows:

External System Name Relative score Weight/Multiplier Score EnterpriseMail 2.8 1.2 21 Server Enterprise Instant 10 1.5 15 Messaging ServerEnterprise-Wide 3.1 1 3.1 Social Community Internet Source 2.5 1.3 3.25Aggregator Aggregate Score 42.35

Based on the aforementioned calculations and tables, the aggregate scoreresults in a aggregate priority of 1. The priority engine systemregisters a new priority and delivers the priority to the workmanagement system.

FIG. 2 illustrates a flowchart detailing a component view breakdown withrespect to a process flow enabled by system 100 of FIG. 1 forautomatically assigning work to an individual based on aggregatepriority scores, in accordance with embodiments of the presentinvention. In step 202, a work management system gathers work iteminformation and transmits a request. In step 204, the work item isassigned an ID and an associated relative priority score request ispublished to an ESB. In step 220, the relative priority score request isretrieved (by a repository adapter) from the ESB. In step 224, arelative priority process is executed. In step 228, a relative priorityis published to the ESB. Steps 206 and 232 are executed simultaneously.

In step 206, relative priority scores are received by the priorityengine system from the repository adapter. In step 210, an aggregatepriority score is calculated based on the relative priority scores. Instep 212, it is determined if the aggregate priority score comprises anew score or has changed (i.e., from the initial priority). If theaggregate priority score does not comprise a new score or has notchanged then step 206 is repeated. If the aggregate priority scorecomprises a new score or has changed then in step 214, the aggregatepriority score is transmitted to the work management system and in step218, the aggregate priority score is displayed or utilized.

In step 232, the request is disabled for a specified time period. Instep 234, it is determined if the priority request has expired. If thepriority request has not expired then step 224 is repeated. If thepriority request has not expired then the process is terminate in step236.

FIG. 3 illustrates an algorithm detailing a process flow enabled bysystem 100 of FIG. 1 for automatically assigning work to an individualbased on aggregate priority scores, in accordance with embodiments ofthe present invention. Each of the steps in the algorithm of FIG. 3 maybe enabled and executed in any order by a computer processor executingcomputer code. In step 300, a work ticket for a work assignmentassociated with an entity is enabled (in a work management system) inresponse to a request from a requestor. In step 302, an initial priorityvalue is assigned to the work ticket with respect to additional worktickets. In step 304, relevant data from multiple sources is associated(in real time) with the work ticket. The relevant data is retrievedsimultaneously in real time from data sources external from and internalto the work management system. In step 308, an updated priority valuefor the work ticket with respect to additional work tickets isrequested. In step 310, data indicating a chain of reporting authoritiesfor the requestor and entity is retrieved. In step 312, a priority scorerequest associated with the updated priority value is published to anenterprise service bus (ESB). In step 314, multiple priority scores forthe work ticket with respect to the additional work tickets aresimultaneously published to the ESB in response to commands frommultiple adapters on multiple repositories based on publishing thepriority score request. Each adapter calculates at least one of themultiple priority scores. In step 318, an aggregate score for the workticket is calculated from the multiple priority scores in accordancewith the updated priority value for the work ticket. In step 320, it isdetermined if the aggregate priority score comprises a new score or haschanged (i.e., from the initial priority score). If the aggregatepriority score does not comprise a new score or has not changed thenstep 314 is repeated. If the aggregate priority score comprises a newscore or has changed then in step 322, the aggregate priority score istransmitted to the work management system and displayed for a user.

FIG. 4 illustrates a computer system 90 (e.g., priority engine system109, ESB 112, or servers 125 a . . . 125 n of FIG. 1) for automaticallyassigning work to an individual based on aggregate priority scores, inaccordance with embodiments of the present invention.

Aspects of the present invention may take the form of an entirelyhardware embodiment, an entirely software embodiment (includingfirmware, resident software, micro-code, etc.) or an embodimentcombining software and hardware aspects that may all generally bereferred to herein as a “circuit,” “module,” or “system.”

The present invention may be a system, a method, and/or a computerprogram product. The computer program product may include a computerreadable storage medium (or media) having computer readable programinstructions thereon for causing a processor to carry out aspects of thepresent invention.

The computer readable storage medium can be a tangible device that canretain and store instructions for use by an instruction executiondevice. The computer readable storage medium may be, for example, but isnot limited to, an electronic storage device, a magnetic storage device,an optical storage device, an electromagnetic storage device, asemiconductor storage device, or any suitable combination of theforegoing. A non-exhaustive list of more specific examples of thecomputer readable storage medium includes the following: a portablecomputer diskette, a hard disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), a static random access memory (SRAM), a portablecompact disc read-only memory (CD-ROM), a digital versatile disk (DVD),a memory stick, a floppy disk, a mechanically encoded device such aspunch-cards or raised structures in a groove having instructionsrecorded thereon, and any suitable combination of the foregoing. Acomputer readable storage medium, as used herein, is not to be construedas being transitory signals per se, such as radio waves or other freelypropagating electromagnetic waves, electromagnetic waves propagatingthrough a waveguide or other transmission media (e.g., light pulsespassing through a fiber-optic cable), or electrical signals transmittedthrough a wire.

Computer readable program instructions described herein can bedownloaded to respective computing/processing devices from a computerreadable storage medium or to an external computer or external storagedevice via a network, for example, the Internet, a local area network, awide area network and/or a wireless network. The network may comprisecopper transmission cables, optical transmission fibers, wirelesstransmission, routers, firewalls, switches, gateway computers and/oredge servers. A network adapter card or network interface in eachcomputing/processing apparatus receives computer readable programinstructions from the network and forwards the computer readable programinstructions for storage in a computer readable storage medium withinthe respective computing/processing device.

Computer readable program instructions for carrying out operations ofthe present invention may be assembler instructions,instruction-set-architecture (ISA) instructions, machine instructions,machine dependent instructions, microcode, firmware instructions,state-setting data, or either source code or object code written in anycombination of one or more programming languages, including an objectoriented programming language such as Smalltalk, C++ or the like, andconventional procedural programming languages, such as the “C”programming language or similar programming languages. The computerreadable program instructions may execute entirely on the user'scomputer, partly on the user's computer, as a stand-alone softwarepackage, partly on the user's computer and partly on a remote computeror entirely on the remote computer or server. In the latter scenario,the remote computer may be connected to the user's computer through anytype of network, including a local area network (LAN) or a wide areanetwork (WAN), or the connection may be made to an external computer(for example, through the Internet using an Internet Service Provider).In some embodiments, electronic circuitry including, for example,programmable logic circuitry, field-programmable gate arrays (FPGA), orprogrammable logic arrays (PLA) may execute the computer readableprogram instructions by utilizing state information of the computerreadable program instructions to personalize the electronic circuitry,in order to perform aspects of the present invention.

Aspects of the present invention are described herein with reference toflowchart illustrations and/or block diagrams of methods, device(systems), and computer program products according to embodiments of theinvention. It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer readable program instructions.

These computer readable program instructions may be provided to aprocessor of a general purpose computer, special purpose computer, orother programmable data processing device to produce a machine, suchthat the instructions, which execute via the processor of the computeror other programmable data processing device, create means forimplementing the functions/acts specified in the flowchart and/or blockdiagram block or blocks. These computer readable program instructionsmay also be stored in a computer readable storage medium that can directa computer, a programmable data processing device, and/or other devicesto function in a particular manner, such that the computer readablestorage medium having instructions stored therein comprises an articleof manufacture including instructions which implement aspects of thefunction/act specified in the flowchart and/or block diagram block orblocks.

The computer readable program instructions may also be loaded onto acomputer, other programmable data processing device, or other device tocause a series of operational steps to be performed on the computer,other programmable device or other device to produce a computerimplemented process, such that the instructions which execute on thecomputer, other programmable device, or other device implement thefunctions/acts specified in the flowchart and/or block diagram block orblocks.

The flowchart and block diagrams in the Figures illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods, and computer program products according to variousembodiments of the present invention. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof instructions, which comprises one or more executable instructions forimplementing the specified logical function(s). In some alternativeimplementations, the functions noted in the block may occur out of theorder noted in the figures. For example, two blocks shown in successionmay, in fact, be executed substantially concurrently, or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved. It will also be noted that each block of theblock diagrams and/or flowchart illustration, and combinations of blocksin the block diagrams and/or flowchart illustration, can be implementedby special purpose hardware-based systems that perform the specifiedfunctions or acts or carry out combinations of special purpose hardwareand computer instructions.

The computer system 90 illustrated in FIG. 4 includes a processor 91, aninput device 92 coupled to the processor 91, an output device 93 coupledto the processor 91, and memory devices 94 and 95 each coupled to theprocessor 91. The input device 92 may be, inter alia, a keyboard, amouse, a camera, a touchscreen, etc. The output device 93 may be, interalia, a printer, a plotter, a computer screen, a magnetic tape, aremovable hard disk, a floppy disk, etc. The memory devices 94 and 95may be, inter alia, a hard disk, a floppy disk, a magnetic tape, anoptical storage such as a compact disc (CD) or a digital video disc(DVD), a dynamic random access memory (DRAM), a read-only memory (ROM),etc. The memory device 95 includes a computer code 97. The computer code97 includes algorithms (e.g., the algorithms of FIGS. 2 and 3) forautomatically assigning work to an individual based on aggregatepriority scores. The processor 91 executes the computer code 97. Thememory device 94 includes input data 96. The input data 96 includesinput required by the computer code 97. The output device 93 displaysoutput from the computer code 97. Either or both memory devices 94 and95 (or one or more additional memory devices Such as read only memorydevice 96) may include the algorithms of FIGS. 2 and 3 and may be usedas a computer usable medium (or a computer readable medium or a programstorage device) having a computer readable program code embodied thereinand/or having other data stored therein, wherein the computer readableprogram code includes the computer code 97. Generally, a computerprogram product (or, alternatively, an article of manufacture) of thecomputer system 90 may include the computer usable medium (or theprogram storage device).

In some embodiments, rather than being stored and accessed from a harddrive, optical disc or other writeable, rewriteable, or removablehardware memory device 95, stored computer program code 84 (e.g.,including the algorithms of FIGS. 2-3) may be stored on a static,nonremovable, read-only storage medium such as a Read-Only Memory (ROM)device 85, or may be accessed by processor 103 directly from such astatic, nonremovable, read-only medium 85. Similarly, in someembodiments, stored computer program code 84 may be stored ascomputer-readable firmware 85, or may be accessed by processor 103directly from such firmware 85, rather than from a more dynamic orremovable hardware data-storage device 95, such as a hard drive oroptical disc.

Still yet, any of the components of the present invention could becreated, integrated, hosted, maintained, deployed, managed, serviced,etc. by a service supplier who offers to automatically assign work to anindividual based on aggregate priority scores. Thus the presentinvention discloses a process for deploying, creating, integrating,hosting, maintaining, and/or integrating computing infrastructure,including integrating computer-readable code into the computer system90, wherein the code in combination with the computer system 90 iscapable of performing a method for automatically assigning work to anindividual based on aggregate priority scores. In another embodiment,the invention provides a business method that performs the process stepsof the invention on a subscription, advertising, and/or fee basis. Thatis, a service supplier, such as a Solution Integrator, could offer toenable a process for automatically assigning work to an individual basedon aggregate priority scores. In this case, the service supplier cancreate, maintain, support, etc. a computer infrastructure that performsthe process steps of the invention for one or more customers. In return,the service supplier can receive payment from the customer(s) under asubscription and/or fee agreement and/or the service supplier canreceive payment from the sale of advertising content to one or morethird parties.

While FIG. 4 shows the computer system 90 as a particular configurationof hardware and software, any configuration of hardware and software, aswould be known to a person of ordinary skill in the art, may be utilizedfor the purposes stated supra in conjunction with the particularcomputer system 90 of FIG. 4. For example, the memory devices 94 and 95may be portions of a single memory device rather than separate memorydevices.

While embodiments of the present invention have been described hereinfor purposes of illustration, many modifications and changes will becomeapparent to those skilled in the art. Accordingly, the appended claimsare intended to encompass all such modifications and changes as fallwithin the true spirit and scope of this invention.

What is claimed is:
 1. A server workload prioritization methodcomprising: enabling, by a computer processor of a special purposehardware based work management system in response to a request from arequestor, a work ticket for a work assignment associated with an entityand service outage issues associated with a work item, wherein said workmanagement system is connected through a priority engine hardwaredevice, an enterprise service bus (ESB), and a plurality of hardwareadapter devices to a plurality of repository servers, wherein said ESBcomprises specialized software running on an independent communicationand network hardware device and wherein each hardware adapter devicecomprises a unique device customized for an associated repository serverof said plurality of repository servers; assigning, by said computerprocessor, an initial priority value to said work ticket with respect toadditional work tickets; requesting, by said computer processor, anupdated priority value for said work ticket with respect to saidadditional work tickets; publishing, by said computer processor to saidESB, a priority score request associated with said updated priorityvalue; simultaneously publishing, in real time, to said ESB, by saidcomputer processor in response to commands from said plurality ofhardware adapter devices on said plurality of repository servers basedon said publishing said priority score request, multiple priority scoresfor said work ticket with respect to said additional work tickets,wherein each adapter of said multiple adapters calculates at least oneof said multiple priority scores; automatically locating, by saidcomputer processor via said plurality of hardware adapter devices,multiple electronic communication messages associated with said serviceoutage issues, wherein said multiple electronic communication messagesare being transmitted between said plurality of repository serverscomprising electronic circuitry, and wherein said electronic circuitrycomprises a programmable logic array utilizing state information ofspecialized firmware program code configured to execute said specializedsoftware for personalizing said electronic circuitry for performing saidserver workload prioritization method; calculating, by said computerprocessor from said multiple priority scores and based on said multipleelectronic communication messages, an aggregate score for said workticket with respect to said additional work tickets in accordance withsaid updated priority value for said work ticket; automaticallyprioritizing in real time, by said computer processor based on saidaggregate score, said work item associated with said plurality ofrepository servers; initiating, by a work assignee in response to saidautomatically prioritizing by said computer processor, said work itemassociated with accounting for said service outage; and deploying,integrating, and maintaining, by said computing system based onexecution of firmware instructions with respect to said work item, saidplurality of repository servers, said electronic circuitry, and saidspecialized software resulting in accounting for any unforeseenscenarios associated with said work item of said plurality of repositoryservers.
 2. The method of claim 1, wherein relevant data associated withsaid work ticket is retrieved simultaneously in real time from datasources external from and internal to said work management system. 3.The method of claim 1, further comprising: determining, by said computerprocessor, if said aggregate score indicates a differing priorityindicated by said initial priority value.
 4. The method of claim 3,wherein said results of said determining indicate that said aggregatescore indicates said differing priority, and wherein said method furthercomprises: displaying, by said computer processor, said aggregate score.5. The method of claim 3, wherein said results of said determiningindicate that said aggregate score indicates a same priority as saidinitial priority, and wherein said method further comprises:simultaneously publishing to said ESB, by said computer processor inresponse to additional commands from additional multiple adapters onadditional multiple repositories based on said publishing said priorityscore request, additional multiple priority scores for said work ticketwith respect to said additional work tickets, wherein each adapter ofsaid additional multiple adapters calculates at least one of saidadditional multiple priority scores; and calculating, by said computerprocessor from additional multiple priority scores, an updated aggregatescore for said work ticket with respect to said additional work ticketsin accordance with said updated priority value for said work ticket. 6.The method of claim 1, further comprising: periodically recalculating,by said computer processor from said multiple priority scores andadditional priority scores, updated aggregate scores for said workticket with respect to said additional work tickets in accordance withsaid updated priority value for said work ticket.
 7. The method of claim1, further comprising: providing at least one support service for atleast one of creating, integrating, hosting, maintaining, and deployingcomputer-readable code in the computing system, said code being executedby the computer processor to implement: said enabling, said assigning,said requesting, said retrieving, said publishing, and said calculating.8. A special purpose hardware based work management computing systemcomprising a computer processor coupled to a computer-readable memoryunit, said memory unit comprising instructions that when executed by thecomputer processor implements a server workload prioritization methodcomprising: enabling, by said computer processor in response to arequest from a requestor, a work ticket for a work assignment associatedwith an entity and service outage issues associated with a work item,wherein said work management system is connected through a priorityengine hardware device, an enterprise service bus (ESB), and a pluralityof hardware adapter devices to a plurality of repository servers,wherein said ESB comprises specialized software running on anindependent communication and network hardware device and wherein eachhardware adapter device comprises a unique device customized for anassociated repository server of said plurality of repository servers;assigning, by said computer processor, an initial priority value to saidwork ticket with respect to additional work tickets; requesting, by saidcomputer processor, an updated priority value for said work ticket withrespect to said additional work tickets; publishing, by said computerprocessor to said ESB, a priority score request associated with saidupdated priority value; simultaneously publishing, in real time, to saidESB, by said computer processor in response to commands from saidplurality of hardware adapter devices on said plurality of repositoryservers based on said publishing said priority score request, multiplepriority scores for said work ticket with respect to said additionalwork tickets, wherein each adapter of said multiple adapters calculatesat least one of said multiple priority scores; automatically locating,by said computer processor via said plurality of hardware adapterdevices, multiple electronic communication messages associated with saidservice outage issues, wherein said multiple electronic communicationmessages are being transmitted between said plurality of repositoryservers comprising electronic circuitry, and wherein said electroniccircuitry comprises a programmable logic array utilizing stateinformation of specialized firmware program code configured to executesaid specialized software for personalizing said electronic circuitryfor performing said server workload prioritization method; calculating,by said computer processor from said multiple priority scores and basedon said multiple electronic communication messages, an aggregate scorefor said work ticket with respect to said additional work tickets inaccordance with said updated priority value for said work ticket;automatically prioritizing in real time, by said computer processorbased on said aggregate score, said work item associated with saidplurality of repository servers; initiating, by a work assignee inresponse to said automatically prioritizing by said computer processor,said work item associated with accounting for said service outage; anddeploying, integrating, and maintaining, by said computing system basedon execution of firmware instructions with respect to said work item,said plurality of repository servers, said electronic circuitry, andsaid specialized software resulting in accounting for any unforeseenscenarios associated with said work item of said plurality of repositoryservers.
 9. The work management computing system of claim 8, whereinrelevant data associated with said work ticket is retrievedsimultaneously in real time from data sources external from and internalto said work management system.
 10. The work management computing systemof claim 8, wherein said method further comprises: determining, by saidcomputer processor, if said aggregate score indicates a differingpriority indicated by said initial priority value.
 11. The workmanagement computing system of claim 10, wherein said results of saiddetermining indicate that said aggregate score indicates said differingpriority, and wherein said method further comprises: displaying, by saidcomputer processor, said aggregate score.
 12. The work managementcomputing system of claim 10, wherein said results of said determiningindicate that said aggregate score indicates a same priority as saidinitial priority, and wherein said method further comprises:simultaneously publishing to said ESB, by said computer processor inresponse to additional commands from additional multiple adapters onadditional multiple repositories based on said publishing said priorityscore request, additional multiple priority scores for said work ticketwith respect to said additional work tickets, wherein each adapter ofsaid additional multiple adapters calculates at least one of saidadditional multiple priority scores; and calculating, by said computerprocessor from additional multiple priority scores, an updated aggregatescore for said work ticket with respect to said additional work ticketsin accordance with said updated priority value for said work ticket. 13.The work management computing system of claim 8, wherein said methodfurther comprises: periodically recalculating, by said computerprocessor from said multiple priority scores and additional priorityscores, updated aggregate scores for said work ticket with respect tosaid additional work tickets in accordance with said updated priorityvalue for said work ticket.
 14. A computer program product, comprising acomputer readable hardware storage device storing a computer readableprogram code, said computer readable program code comprising analgorithm that when executed by a computer processor of a specialpurpose hardware based work management computing system implements aserver workload prioritization method, said method comprising: enabling,by said computer processor in response to a request from a requestor, awork ticket for a work assignment associated with an entity and serviceoutage issues associated with a work item, wherein said work managementsystem is connected through a priority engine hardware device, anenterprise service bus (ESB), and a plurality of hardware adapterdevices to a plurality of repository servers, wherein said ESB comprisesspecialized software running on an independent communication and networkhardware device and wherein each hardware adapter device comprises aunique device customized for an associated repository server of saidplurality of repository servers; assigning, by said computer processor,an initial priority value to said work ticket with respect to additionalwork tickets; requesting, by said computer processor, an updatedpriority value for said work ticket with respect to said additional worktickets; publishing, by said computer processor to said ESB, a priorityscore request associated with said updated priority value;simultaneously publishing, in real time, to said ESB, by said computerprocessor in response to commands from said plurality of hardwareadapter devices on said plurality of repository servers based on saidpublishing said priority score request, multiple priority scores forsaid work ticket with respect to said additional work tickets, whereineach adapter of said multiple adapters calculates at least one of saidmultiple priority scores; automatically locating, by said computerprocessor via said plurality of hardware adapter devices, multipleelectronic communication messages associated with said service outageissues, wherein said multiple electronic communication messages arebeing transmitted between said plurality of repository serverscomprising electronic circuitry, and wherein said electronic circuitrycomprises a programmable logic array utilizing state information ofspecialized firmware program code configured to execute said specializedsoftware for personalizing said electronic circuitry for performing saidserver workload prioritization method; calculating, by said computerprocessor from said multiple priority scores and based on said multipleelectronic communication messages, an aggregate score for said workticket with respect to said additional work tickets in accordance withsaid updated priority value for said work ticket; automaticallyprioritizing in real time, by said computer processor based on saidaggregate score, said work item associated with said plurality ofrepository servers; initiating, by a work assignee in response to saidautomatically prioritizing by said computer processor, said work itemassociated with accounting for said service outage; and deploying,integrating, and maintaining, by said computing system based onexecution of firmware instructions with respect to said work item, saidplurality of repository servers, said electronic circuitry, and saidspecialized software resulting in accounting for any unforeseenscenarios associated with said work item of said plurality of repositoryservers.
 15. The computer program product of claim 14, wherein saidmethod further comprises: determining, by said computer processor, ifsaid aggregate score indicates a differing priority indicated by saidinitial priority value.
 16. The computer program product of claim 15,wherein said results of said determining indicate that said aggregatescore indicates said differing priority, and wherein said method furthercomprises: displaying, by said computer processor, said aggregate score.